Vectra

Technical Customer Support Engineer - (EMEA Night Shift)

Job Description

Posted on: 
January 13, 2023

This is a Technical Customer Support Engineer role. We're looking for someone with 2-3 years of technical support experience.  As part of the Support team, you will be responsible for ensuring that the customer experience remains positive throughout the lifecycle of their support interactions.

Responsibilities

  • Working on a customer-facing support queue
  • Deep diagnosis of customer issues, including lab reproduction and source-code analysis
  • Quantifying customer impact and prioritizing solutions both within and external to the Support team
  • Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Zoom, GotoMeeting)
  • Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions
  • Identifying, qualifying and documenting product, hardware, software and process improvements
  • Developing Support processes, tools and documentation to further grow the Support organization
  • Developing customer-facing content (e.g. knowledge-base, how-to guides)
  • Rotational on-call/out-of-hours support
  • Collaborate with your colleagues on investigations and escalations
  • Being the embodiment of a team player; cross functional collaboration and communication is vital

Job Requirements

  • Strong experience supporting a global customer base
  • EU Citizenship
  • At least 2 years working in a technical support and/or escalation engineer role
  • Experience in diagnosis and resolution of complex customer issues
  • Experience troubleshooting in Linux-based systems, their management, operation and application stacks
  • Understanding of current security technologies and risks
  • Understanding of TCP/IP  network protocols including packet capture analysis
  • Basic understanding of SQL and non-SQL databases
  • Able to work as part of a geographically dispersed global Support team
  • Initiative to proactively identify new issues and drive their resolution
  • Some exposure to virtual and cloud environments
  • Support of cloud/SaaS Applications
  • English speaking required - Bilingual proficiency or Full professional proficiency
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